Archives of ITIL

ITIL Capacity Management – As Easy as 1-2-3

In the ITIL guidance, Capacity Management is broken down into three related sub-processes. In this blog we will look at the three subprocesses and how they help us have better visibility into customer needs. The first of the subprocesses is Component Capacity Management. For this subprocess we could easily substitute the word Utilization, for the […]
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Putting the Service in IT Service Management

Many people understandably think about ITIL as a process framework. When you describe good practices for 25+ processes and capabilities it seems a no brainer. Yet when you look at the books, their names, and their objectives, it becomes clear that processes are an important means (COBIT calls them one of seven enablers), but that […]
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Free ITIL Lessons Learned Webinar Coming Soon

Lessons Learned from 200 ITIL Implementations over 20 Years Don’t miss our upcoming free ITIL webinar on “Lessons Learned: Best Practices in Implementing ITIL Best Practices.” Deep Creek Founder and President Patrick von Schlag will review many of the most critical issues organizations face in implementing ITIL and how to overcome them. Register for the […]
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Filling the ITIL void

As many of you know, I’ve been intimately involved with ITIL practice for more than 10 years.  I am launching this Lessons Learned, user-consortium-driven blog to document good practices based on the ITIL and other frameworks. My hope is that this will be a great place to get facts and support for making ITIL work […]
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Blocking and tackling — establishing a culture of CSI

The more I read, and the older I get, the more focused I become on results. At the end of the day, people care about outcomes, and are less picky about the path we take to achieve them. Many of the success stories about ITIL are really success stories about the culture of CSI. You’ll […]
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PM and ITIL

I have been thinking about Carol’s and IT Skeptic’s comments about PM (and have read the thread he pointed me to, and an awful lot more) and I still think this comes down to a simpler notion. We have a yawning, enormous gap in most IT organizations between Design and Operations, in many cases cast […]
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Engagement

If you look at the descriptions of Critical Success Factors associated with ITSM adoptions, the first one on almost any list is Management Commitment. Sounds good…until you try to figure out exactly what that means… Management Commitment is more than just the willingness to train people, or buy software, or even have big Communications strategies […]
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Training vs learning?

Like many other ITIL instructors, I spend a fair amount of my time teaching certification classes. That said, keep in mind that for ITIL implementations to work, it requires the right combination of people, process, and technology. Can your teams effectively leverage your tools and processes to support a workflow that delivers sustained, aligned services? […]
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ITIL implies choices

A mistake many people make trying to use ITIL guidance is expecting it to be explicitly prescriptive (in other words, a step by step procedural how-to). That’s not what it’s intended to do. ITIL at its most useful describes a way of thinking about the work we do (from the point of view of our […]
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ITIL implementation — the big picture

I’m currently helping to support a large scale introduction of the ITIL processes (at least some of them) to a large military organization. While there is a lot of focus on the blocking and tacking around processes, supporting tools, and the like, it never seems to amaze me how every one of these adoptions are […]
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